New ServiceNow Virtual Agent Takes Chat From Conversation to Resolution
Now employees get answers immediately and can open cases directly from chatsto make every day work simple, accessible and natural for everyone
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With ServiceNow’s Virtual Agent, you can help your customers and employees while reducing agent workload — by automating common support requests, showing how to use products and solve problems, and helping people get work done, quickly and easily. Its messaging interface follows you where you want to work — on the web, in messaging clients like Microsoft Teams and Slack, and right on your phone. (Graphic: Business Wire)
“Our Virtual Agent enables a powerful conversation model built natively
in the Now Platform,” said CJ Desai, chief product officer,
An Intelligent Virtual Agent in Action
ServiceNow’s Virtual Agent provides personalized responses in context. For example, when an employee asks for a new phone, the chat knows what cell phone plan and carrier the employee already has, speeding the task and creating a personalized service experience.
Virtual Agent also enables companies to respond faster with instant,
interactive conversations that can scale even during peak periods. It
frees up staff to do higher value work.
With self-service interactions, customers and employees engage in
familiar places -- via Microsoft Teams, Slack or
With the acquisition of
Streamline IT, HR and Customer Service Requests with Out-of-the-Box Conversations
In its pre-built offerings, ServiceNow’s Virtual Agent delivers common service conversations:
- IT: Improve employee experience with common help desk requests such as automating password resets, creating an incident, processing approvals and checking outages.
- HR: Make it easier for employees to get answers or submit requests such as a leave of absence, research pay discrepancies, check status and update their profile.
- Customer Service: Increase customer satisfaction and improve agent efficiency when customers can create cases for products or orders and check product status through virtual agents.
Design Custom Virtual Agents Easily
It’s easy to instantly create basic service conversations that resolve issues in large volumes so agents can focus on their most important work. Customers can design their own virtual agent conversations with drag-and-drop ease and little-to-no development time. Organizations can easily plug in their preferred messaging service. That includes web, mobile and adapters for popular messaging apps such as Microsoft Teams and Slack that are delivered out-of-the-box with the Now Platform.
Virtual Agent will be available in ServiceNow’s next product release this year.
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This press release contains forward-looking statements about the
expectations, beliefs, plans, and intentions relating to ServiceNow’s